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Achieving success with digital services for parents/carers – Amanda Derrick
 

Achieving success with digital services for parents/carers – Amanda Derrick

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    Achieving success with digital services for parents/carers – Amanda Derrick Achieving success with digital services for parents/carers – Amanda Derrick Presentation Transcript

    • Connect Digitally: Achieving success with digital services Socitm Insight 9 June 2010 Amanda Derrick Programme Director
    • Connect Digitally Vision: Services are designed around the family
    • Connect Digitally starts by understanding parents’/carers’ attitudes… Business Process Modelling Generating Customer Journeys Customer One-to-one Interviews Customer Focus Groups Digital Inclusion research Feedback Surveys Customer Insight
    • … and identify touch points. For example for free school meals
    • Connect Digitally has changed FSM from a difficult paper based process…
    • … to an online service that improves the experience for the family and saves the LA money
    • Online Free School Meals integrates the back-office and redesigns the front-office LA Back Office School Confirm FSM eligibility to school Paper-based application plus proof of benefits Application processed by local authority officer Internet Parent/carer applies online Meal provided sooner Paper-based application Eligibility Checking Service Home Office DWP HMRC Parent/carer applies by phone or face to face
    • Evidence of success for free school meals – number of transactions eligibility checking service
    • … and channel shift in Hertfordshire .
    • Evidence of success - online school admissions take-up demonstrates a popular and sustainable service
    • and the results of channel shift in Hertfordshire …
    • The Connect Digitally approach accelerates change by driving efficiencies and by clear benefits measurement
      • Business Change
        • Solution transference
        • Accelerated service improvement
        • Accountability for benefits measurement
      • Programme activities
        • Supplier engagement
        • Stakeholder engagement
        • Specialist advice and guidance
        • Prevention of ‘re-inventing the wheel’
      • Programme products/tools
        • Local authorities do not need to create/develop themselves
        • Readily available and can be used immediately
        • Community of Practice
      Connect Digitally is leading local authorities in the implementation and take-up of digital services
    • Connect Digitally Benefits: Improving outcomes for families and delivering efficiency savings
      • For families
        • Faster, easier, cost-saving and de-stigmatising services
      • For OGDs, LAs, schools
        • Efficiency savings, cost-savings
      £14m £28.5m £45m £66.5m Benefits flyers explain main benefits of OSA, OFSM, OP, CC
      • Benefits accrue from:
      • Service take-up acceleration
      • Connect Digitally tools and resources
    • What to do next
      • Join the Connect Digitally Community of Practice and register at: http://www.communities.idea.gov.uk
      • Contact [email_address] for further support